Hi, I’m
Melissa DeRosa
Stamford,CT
Summary
Personable and detail-oriented customer service specialist with 15+ years of experience. Excels at quickly understanding customer needs, offering tailored solutions, and following up to ensure full resolution. Skilled at navigating company policies and systems to deliver efficient and friendly service.
Overview
18
years of professional experience
Work History
TTEC
Customer Care Specialist
06.2019 - Current
Job overview
- Handled 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services.
- Verified accuracy of customer account information and updated when necessary.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Provided basic technical support for clients on a wide range of company products.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer inquiries via phone, email and web-based platforms.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
Experian
Temporary Inbound Customer Service Representative
07.2019 - 12.2019
Job overview
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Working knowledge of data security across various database platforms.
- Tolerance for repetitive work in a fast-paced, high production work environment.
- Tracked and documented inbound support requests and ensured proper notation of customer problems or issues.
- Provided customer support by phone, email, or instant message to consumers. Served as primary contact for inbound customer issues and questions related to security breach. Escalated more technical product-related issues to the proper Support department.
- Processed a high volume of consumer inquiries on security breach and offered services to protect victims identity, and resolved a targeted percentage of those inquiries.
KEOUGH’S PAINT & HARDWARE
Sales Associate/Cashier
07.2016 - 12.2018
Job overview
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
CAMPAIGN AUDIT & TRUST, LLC
Receiving/Shipping/Processing
10.2015 - 12.2015
Job overview
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
NATURAL PET SUPPLY
Floor Manager/Cashier
02.2006 - 06.2012
Job overview
- Assisted customers in locating desired products quickly and provided knowledgeable advice on selections, complete purchases, and join reward programs.
- Ensured compliance with safety regulations, maintaining a clean and hazard-free environment for staff and customers.
- Increased sales revenue by developing and implementing effective promotional strategies.
- Worked flexible schedule and extra shifts to meet business needs.
- Built relationships with customers to encourage repeat business.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Improved customer satisfaction by addressing and resolving concerns promptly and efficiently.
- Developed and implemented floor plans and layouts to maximize customer satisfaction and sales.
- Made personal recommendations for customers by sharing product knowledge and demonstrating product.
- Managed store inventory and stock levels to maintain availability of products.
TAILORS WILDLIFE RESCUE
Rehabilitators Assistant
08.2009 - 05.2012
Job overview
- Bottle feeding, cage cleaning, habitat enrichment, food preparation, bathing, wound management, cared for orphaned and injured animals, took steps in proper release of animal
- Answering phone, logging animal records, keeping call log, filling out take in and release forms, maintaining animal records, and filing.
SPRINGDALE WILDLIFE REHAB
Rehabilitators Assistant
03.2007 - 06.2009
Job overview
- Bottle feeding, cage cleaning, habitat enrichment, food preparation, bathing, wound management, cared for orphaned and injured animals, took steps in proper release of animal
- Answering phone, logging animal records, keeping call log, filling out take in and release forms, maintaining animal records, and filing.
PET STYLEZ
Dog Bather
Job overview
- Cleaned up work territory, associated with puppies and clients for recommendations and questions
- Bathe, blow dry and fluff dogs.
Education
SOUTH UNIVERSITYSavannah, GA
Associate of Science from Information Technology
11.2015
FLAGLER TECHNICAL INSTITUTEFlagler Beach, FL
GED
06.2016
STAMFORD HIGH SCHOOLStamford, CT
Skills
- Adaptability
- Creative
- Resourceful
- Detailed
- Very professional
- Self-Motivated
- Communication Skills (verbal and written)
- Teamwork
- Safety-oriented
- Skilled multitasker
- Customer service excellence
- Calm Under Pressure
Timeline
Temporary Inbound Customer Service Representative
Experian
07.2019 - 12.2019
Customer Care Specialist
TTEC
06.2019 - Current
Sales Associate/Cashier
KEOUGH’S PAINT & HARDWARE
07.2016 - 12.2018
Receiving/Shipping/Processing
CAMPAIGN AUDIT & TRUST, LLC
10.2015 - 12.2015
Rehabilitators Assistant
TAILORS WILDLIFE RESCUE
08.2009 - 05.2012
Rehabilitators Assistant
SPRINGDALE WILDLIFE REHAB
03.2007 - 06.2009
Floor Manager/Cashier
NATURAL PET SUPPLY
02.2006 - 06.2012
Dog Bather
PET STYLEZ
SOUTH UNIVERSITY
Associate of Science from Information Technology
FLAGLER TECHNICAL INSTITUTE
GED